- Cancellation by You and Returns (online-phone)
1.1 Subject to Clauses 1.2, 1.3 and 1.4, Your Order may be cancelled by You notifying Us in writing at any point from You placing the Order up to the expiry of 14 days starting the day after the Goods are delivered (or where Goods have been collected by You 14 days starting the day after the Goods are collected by You).
1.2 The right to cancel under clause 6.1 does not apply to:
(a) Bespoke Goods, which may only be returned where faulty and as set out in clause 6.9(b) below; or
(b) Goods You have bought either online or by phone which You have previously viewed at one of Our stores; or
(c) any Goods which due to the nature of the Goods cannot be disassembled once they have been partially assembled or where the Goods may be disassembled but to do so would affect the quality of the Goods.
1.3 In the event You cancel Your Order in accordance with clause 6.1 above after the Goods have been delivered, unless otherwise directed by Us We will arrange for the collection of the Goods from You. If We require that You return any Goods to Us (such as, for example linens, pillows or mattress protectors) then You must return those Goods to Us within 14 days of the date on which You provided written notification to cancel in accordance with clause 6.1 above. The Goods must be appropriately packaged by You and We reserve the right to deduct from the sum We are required to refund to You for the return of the Goods a reasonable sum to cover the cost of damage to the Goods or any of them due to Your failure to appropriately package the returned items.
1.4 The right to return Goods in accordance with clause 6.1 of these Terms and Conditions shall only apply to linens, pillows, mattress protectors and duvets if they are returned unused, unopened and in their original packaging.
1.5 We will charge You a collection cost for the Goods that We collect from You in accordance with clause 6.2 above. The collection cost will depend on the type of Goods to be collected and where the Goods are to be collected from and We will notify You of the collection cost following receipt of Your written cancellation in accordance with clause 6.1 above. Unless otherwise agreed by Us, the collection of any Goods to be returned shall be from the address to which the Goods were delivered. You shall ensure that either You or a nominated adult (which You shall notify Us of if You are not available on the collection date) is at the address where collection is due to take place and that You ensure that access to the Goods is clear and free from obstruction. Should there be any requirement to remove doors or windows or carry out any other works or adjustments to enable the Goods to be taken from the collection address to Our transport that such works or adjustments are completed at Your own cost prior to the collection time window provided by Us to You. We shall not be obliged to collect the Goods if You do not comply with the requirements set out in this Clause 6.5. For the purpose of this clause 6.5, “collection time window” shall mean the window of time (a.m. or p.m.) that We inform You during which the collection shall be made.
1.6 If You have asked to return any Goods to Us then You will be responsible for the cost of returning the Goods to Us.
1.7 You must take reasonable care of the Goods that You are returning to Us whilst they remain in Your possession before collection. You must return the Goods in their original packaging or, where the original packaging is not available, in suitable alternative packaging.
1.8 In the event You do not comply with clauses 6.5 and/or 6.6 and/or 6.7 above We shall be entitled to require that You pay to Us all costs that We reasonably incur to cover any wasted journeys or the cost of any Goods that have been damaged or lost.
1.9 You may return Goods to Us in the following circumstances:
(a) because You have cancelled the Contract in accordance with clause 6.1 of these Terms and Conditions and in which case provided the Goods are returned in accordance with clauses 6.3 and 6.5 (where applicable) We shall provide You with a full refund of the price paid for the Goods plus any delivery charges within 14 days of the Goods being returned to Us. If You have chosen a delivery option, which is not Our standard delivery option, then You will only be refunded the standard delivery option charges and not the delivery charges applicable to the delivery option You chose;
(b) if the Goods are faulty or for some other reason where You are entitled by law to return the Goods. If You consider that the Goods are faulty then You must let Us know as soon as possible. We will discuss with You the appropriate action to take in respect of the Goods, which may include You returning the Goods and obtaining a refund from Us or Us repairing the Goods in question. The decision taken with regard to the Goods in question will always be in line with Our legal requirements and Your statutory rights will not be affected. It may be necessary for Us to examine the Goods that are deemed faulty to determine the issue. If You consider that You have a right to return the Goods, such as because they are not fit for purpose or are not provided as sold then please let Us know as soon as possible. Again, We will endeavour to find a solution to the issue where We can, though the decision taken with regard to the Goods in question will always be in line with Our legal requirements and Your statutory rights will not be affected. Should a return of the Goods and a refund be appropriate We will refund the price of the Goods at fault in full, along with any applicable delivery charges and We will not charge You for collecting the Goods from You.
1.10 You will also have a right to cancel Your Order where We are late delivering Your Goods in accordance with clause 12.5.
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2. Cancellation by You and Returns (Sale-in-store)
2.1 You cannot cancel Your Order once We have issued You a receipt for Your Order, except in the circumstances set out in Clause 12.5. Any amendment You wish to make to Your Order following the issuance of a receipt shall be at Our discretion and We reserve the right to charge reasonable administration costs, which may be up to 20% of the cost of the Goods and Services.
2.2 You may return linens, pillows, mattress protectors and duvets within 14 days of the Order if they are returned unused, unopened and in their original packaging.
2.3 You may return Goods to Us if the Goods are faulty or for some other reason where You are entitled by law to return the Goods. If You consider that the Goods are faulty then You must let Us know as soon as possible. We will discuss with You the appropriate action to take in respect of the Goods, which may include You returning the Goods and obtaining a refund from Us or Us repairing the Goods in question. The decision taken with regard to the Goods in question will always be in line with Our legal requirements and Your statutory rights will not be affected. It may be necessary for Us to examine the Goods that are deemed faulty to determine the issue. If You consider that You have a right to return the Goods, such as because they are not fit for purpose or are not provided as sold then please let Us know as soon as possible. Again, We will endeavour to find a solution to the issue where We can, though the decision taken with regard to the Goods in question will always be in line with Our legal requirements and Your statutory rights will not be affected. Should a return of the Goods and a refund be appropriate We will refund the price of the Goods at fault in full, along with any applicable delivery charges and We will not charge You for collecting the Goods from You.
2.4 Unless otherwise agreed by Us, the collection of any Goods to be returned shall be from the address to which the Goods were delivered. You shall ensure that either You or a nominated adult (which You shall notify Us of if You are not available on the collection date) is at the address where collection is due to take place and that You ensure that access to the Goods is clear and free from obstruction. Should there be any requirement to remove doors or windows or carry out any other works or adjustments to enable the Goods to be taken from the collection address to Our transport that such works or adjustments are completed at Your own cost prior to the collection time window provided by Us to You. We shall not be obliged to collect the Goods if You do not comply with the requirements set out in this Clause 6.4. For the purpose of this clause 6.4, “collection time window” shall mean the window of time (a.m. or p.m.) that We inform You during which the collection shall be made.
2.5 You must take reasonable care of the Goods that You are returning to Us whilst they remain in Your possession before collection. You must return the Goods in their original packaging or, where the original packaging is not available, in suitable alternative packaging.
